Question

126 Chapter isfaction in health a healthcare organi survey design, giving Case Study As discussed previously, one common method of measuring customer satisfaction involves conducting a survey. Figure 7.11 shows a survey that was used in a health tion. Critique this survey against the criteria listed in the preceding discussion of survey de careful consideration to factors such as format, wording, and appearance. Figure 7.11. Sample survey instrument for the case study SSS Questionnaire Given a choice of hospitals, would you return to Community Hospital of the West? Yes No Date of Short Stay Surgery Type of Procedure Your general impression of the hospital - Excelent - Good Average - Poor When you spoke with the staff prior to surgery, were they courteous? Yes_No Did they answer your questions about SSS sotisfactorily? Yes No Comments: in your opinion, how could we improve or add to our services? Were your accommodations in the SSS room: Clean Yes No Comfortable Yes No poor D DOO DOOD Treatment by other hospital personnet exc good needs Recovery Improvement Concern Eiciency Courtesy Adequate Explanation Surgery Concem Emiciency Courtesy Adequote Explanation DDDD DDDD We appreciate your confidential opinion of our services. It provides us with the valuable feedback we need in order to continually improve our patient care Xroy Concern Eidency Courtesy Adequote Explanation DODO OOOO B When you were discharged, did you receive adequote information and instructions? Yes No If your surgery was delayed was an explanation given? - Yes No What determined your selection of Community Hospital of the West as a hospital? Physician Convenience Insurance Friend Previous experience Other How did you choose the physician who provided your care?

Answer 1

Answer) This survey is basically a self-completion questionnaire which is good design as it is cost-effective and easy to fill without any assistance. The questions are short, precise and closed-ended. There are few open-ended questions also with proper answer choices provided. The questionnaire is constructed such that it is easy to understand i.e. no complex medical terminology. It is simple in appearance with many multiple-choice questions and one descriptive question, which are based on the experience of the patients in the hospital. It will provide information about the facilities and services provided by the hospital.

On the basis of wording, the survey is good as it will not be hard on the respondent's memory to answer the questions, all the questions are relevant to the experience of the respondent, and all the information will be easily available to the respondent.

The overall formatting of the survey is also good as it is a short questionnaire, with properly formatted question along with appropriate category format for each question. Font size and style is also suitable as it will not cause any problem for the respondents with any visual issues to answer. Also, no unnecessary use of bold, italics or capital letters were made in the questionnaire.

The questionnaire is apt, appearance-wise because it is on a single page and the questions are not split into separate pages.  However, for the last descriptive question lines were not required, instead of proper white space would more appropriate. In addition to this, the spacing between the questions should be more as it is difficult to differentiate between two separate questions. This problem can also be solved by giving different colors to different questions. The closing statement is good with a thanking note and ensuring the confidentiality of the answers.